Internship Report

On
Key Financial Ratio Analysis of NRB Commercial Bank Limited

This report is submitted to the Faculty of Business Administration in partial fulfillment

of the requirements for the degree of Bachelor of Business Administration

Supervised by
Md. Faruk Hossain
Assistant professor
Department of Finance
Faculty of Business Administration
Hamdard University Bangladesh

Submitted by
Md. Shah Jalal
ID: 642122004
1st Batch, BBA (Finance)
Faculty of Business Administration
Hamdard University Bangladesh

Date of submission: 14th February 2017

HAMDARD UNIVERSITY BANGLADESH

Faculty of Business Administration
 Letter of Transmittal

14 February, 2017

Md. Faruk Hossain

Assistant professor
Department of Finance
Faculty of Business Administration
Hamdard University Bangladesh

Subject: Submission of Internship Report

Dear Sir,

With due respect, I would like to inform you that, it is a great pleasure for me to submit the
working report on NRB Commercial Bank Limited, as a requirement for BBA program.
While conducting the working report, I have gathered lots of knowledge on financial and
banking industry, especially NRB Commercial Bank, and enjoyed working there.

Finally, I shall be glad to answer any kind of query relating to this internship report, if
necessary.

Sincerely Yours

..
Md. Shah Jalal
ID: 642122004
1st Batch, BBA (finance)
Faculty of Business Administration
Hamdard University Bangladesh

i
 Letter of Endorsement

This is to certify that, this internship report on Key Financial Ratio Analysis of NRB
Commercial Bank Limited Submitted for the award of degree of BBA to the Hamdard
University Bangladesh is a record of bone-fide research carried out by Mr. Md. Shah Jalal
under my supervision.

I also certify that I have gone through the draft report and it is satisfactory to submission to
the department of Business Administration for the partial and practical fulfillment of the
award of the BBA degree. I am pleased at this effort and sincere work.

I wish every success in his life

Certified by

Md. Faruk Hossain

Assistant Professor
Department of Finance
Faculty of Business Administration
Hamdard University Bangladesh

ii
 Declaration

I am Md. Shah Jalal, hereby declare that this internship report on Key Financial Ratio
Analysis of NRB Commercial Bank Limited, submitted by me to Hamdard University
Bangladesh, in partial fulfillment of the requirement for the degree of BBA is an original
work.

It has not been submitted earlier, either partly or wholly to any other University or Institution
for the award of my Degree, Diploma, Fellowship or other similar titles or prizes and that the
work has been published in any journal or magazine

Md. Shah Jalal

ID: 642122004
BBA, 1st batch
Department of Finance
Faculty of Business Administration
Hamdard University Bangladesh

iii
 Acknowledgement

First, I want to pay my gratitude to almighty Allah for enabling us to prepare the report
successfully. Then I would like to express my sincere gratitude and cordial thanks to some
specific person who helped me to organize this report and for their kind opinion, suggestions,
instructions, and support and appropriate for this.

First of all, I would like to thank my Internship Supervisor Md. Faruk Hossain for him
continuous guidance and assistance I preparing the report on Financial Ratio Analysis of the
None residential Bangladesh Commercial Bank Ltd. His valuable advice has helped me a
lot in writing this report. I am immensely thankful to him for the supports he has provided
during my Internship period.

Next, I would also like to express heartfelt gratitude to my organizational supervisor at the
NRB Commercial Bank Limited, Mr. Moshiur Islam Masum, and Mr. Omar Faruque,
Mograpara Branch. They directed me towards the right information and regularly reviewed
my progress in preparation of this report. They have provided the information about the
organization and the information about Branch banking as well to help me with the report.

Finally, this report would not have been possible without the dedication and contribution of
all my colleagues who has helped me by teaching all the works. I express my sincere
gratitude to all of them. Their valuable contribution is what made this term paper possible.

iv
 Executive Summary

In the new competitive business era, private banking sector is getting more competitive in
Bangladesh. In this sector the most used financial statements are the balance sheet and profit
and loss account where the balance shows the financial position and profit and loss of a bank.
Ratio Analysis deals with these statements.

Ratio analysis is the most popular trend to evaluate a banks performance over years or with
other companies in an industry. In my report I had to study NRBCBs financial statement for
the few years then had to analyze give significant comments regarding the changes in
financial position. Analysis and interpretation of these financial statements through ratio
analysis has now become an important technique for performance appraisal because the
investors, financial experts, management executives and the bankers are always rely on these
ratios to make important decisions. The management team of any bank, investor and the
government agencies always concern about liquidity ratios and adequacy ratios of a bank
which interprets the efficiency of a bank.

As a part of my B.B.A program, I have spent 12 weeks in NRB Commercial Bank limited,
Mugrapara Branch learning the activities of General banking, Clearing cheques, BRTA, and
Cash counter, department. I have analyzed the Key Financial Ratio Analysis of NRB
Commercial Bank Limited to find out its ratios by using its past and current records. After
preparing this report I came to know that analysis of financial statements through ratios helps
to overcome the past flaws and make the future decisions and strategies. Therefore, it is very
necessary for every organization whether the companys size is to make financial statement
and to analyze it by ratios.

v
 Contents
Chapters particulars Page
No
1.1 Introduction 2
1.2 Introduction of Background of the study 3
Chapter-1
1.3 the study Scope of the study 3
1.4 Objectives of the Study 3
1.5 Methodology of the Study 4
1.6 Limitations of study 5
2.1 Introduction of NRB 7
Commercial Bank Limited
2.2 History of NRB Commercial 8
Bank Limited
2.3 Mission 8
2.4 Vision 9
2.5 Overview of Strategic Objectives 9
2.6 NRB Goal of NRB Commercial 9
Commercial Bank
Chapter-2 Bank Limited
2.7 Profile of NRB Commercial 10
Bank ltd
2.8 Overview of Bank 10
2.9 List of the NRB Commercial 11
Bank ltd branches
2.10 Dealings of NRBCB 12
2.11 Product &Services of 12
NRBCB
2.12 General Banking Department 15
3.1 Introduction 21
3.2 Providing information as 21
Front Desk officer
3.3 Process of Opening of 22
current & Savings A/C
3.4 Account Opening Form Fill 25
My Internship up
3.5 Experience at Account Closure 26
Chapter-3 NRBC Bank
3.11 Card Delivery 27
3.12 Pin Delivery 27
3.8 Job Description 29
3.15 Lessons learned & challenges 28
3.16 Challenges Faced 30
3.17 Learning Outcome 30
4.1 Theoretical Financial ratio 32
Chapter-4 4.2 Overview of Types of Financial ratios 32
Financial Ratio
Chapter-5 Financial Ratio

vi
 5.1 Analysis of Financial performance 35-40
NRBCB measure
Chapter-6 6.1 Findings of the Findings 42
6.3 study SWOT Analysis of NRBCB 42
Chapter-7 7.1 Recommendation Recommendation 48
7.2 & Conclusion 49
Conclusion

vii
 Chapter -1
Introduction of the study

1
1.1 Introduction
Now-a days banking sector is modernizing and expanding its hand in different financial
events every day. At the same time the banking process is becoming faster, easier and is
becoming wider. In order to survive in the competitive field of the banking sector all
organizations are looking for better service opportunities to provide their fellow clients. So it
has become essential for every person to have some idea on the bank and banking procedure.
Internship program which can also be called work attachment program is essential for
completing BBA program because it helps one student to acquaint with the real life situation.
As bank is one of the most important financial intermediaries; so I have selected NRB
Commercial Bank Limited, Mograpara Branch which is one of the most newly created
leading banks in the banking area of Bangladesh.

This internship report contains the passing study on The NRB Commercial Bank Ltd. The
report is distributed in many parts according to the constructions of supervisor of report.

The NRB Commercial Bank manages its business and operation vertically from the head
office through four distinct business divisions namely

Corporate & investment Banking

Retail Banking (including Card)
SME Banking &
Treasury & market Risk

Under a real time online banking platform, these four business divisions are supported at the
back by a green service delivery or operations setup and also a smart IT Backbone. Such
centralized business segment based business & operating model ensure specialized treatment
and service to the banks different customer segments.

2
1.2 Background of the study
After completion of all the required courses of BBA program under Hamdard University
Bangladesh, it is an obligatory part to get involved in a practical and professional
environment. So I had joined in the NRB Commercial Bank Ltd, Mograpara Branch, for three
months to complete the BBA program. This branch performs the entire banking activities
including General Banking. As a result, one can easily gain knowledge of both simple and
complicated banking operations from the activities of this branch. So I choose NRB
Commercial Bank Ltd, Mograpara Branch, Sonargaon, Narayanganj as sampling area to
prepare this internship report. This report is the output of my practical experience which I
gathered during internship.

1.3 Scope of the study

The main focus of the study is to examine Ratio Analysis of NRB Commercial Bank. In
this report it has been tried to cover overview of NRBCB objectives, functions,
management, business policy and other associated things related with the general banking
activity. Moreover some possible recommendations have been given to widen the
performance of NRBCB.

1.4 Objectives of the Study

1.4.1 Primary Objective:
To analyze the financial performance of NRB Commercial Bank Limited using key
financial ratios.
1.4.2 Secondary Objectives:
To know the general banking activities of NRB Commercial Bank.
To recognize the various product and services of NRB Commercial Bank.
To gather the practical experience base on the theoretical knowledge.
To suggest recommendations on the basis of findings.

3
1.5 Methodology of the Study
1.5.1 Data Collection
For conducting the study I have used both primary data and secondary. The sources are given
below:
Primary data sources:
Primary data have been collected through observation and interview.
Face to face conversation with the bank officials
Face to face conversation with the clients
Practical desk work

Secondary data sources:

The secondary data have collected from the following sources:
Multifarious published documents of NRB Commercial Bank such as annual
reports & prospectus.
Official website of NRB Commercial Bank

1.5.2 Data Analysis

To attain the objectives of this study collected data have been plotted in the
table and analyzed by using ratios, and percentile. Trends of the collected data
of the values of the variables have been shown in this study.

4
1.6 Limitations of study
From the intention to make the report realistic and properly accepted this report has been
conducted. However, many problems appeared in the way of conducting the study. All the
given information is not fully complete. Some of the information is company secret and
important and only provided to some persons to know about it. However, I try my best to
settle and pass up the Report before the due date and hoping it was satisfied. The study
considers following limitations:

Lack of in-depth knowledge and analytical ability for writing such report.
Another limitation of this study is banks policy of not disclosing some data and
Information for obvious reason, which could be very much useful.
In case of the secondary data collection, there were very few secondary information
was available. There were few supporting books, report, journals etc.
Lack of experience to analyze data.
As the duration of the internship program is three months and the process of this
program is job rotation, so I didnt get sufficient time in each department to
understand their activities.
Gathering information about the banking performance was very difficult. That is why
I have to follow more on secondary data like annual report, web sites and some of
banking documents.
Banking sector is a very vast sector where I have a little knowledge about it which
limits my report.

5
 Chapter-2
Overview of NRB Commercial Bank Limited

6
2.1 Introduction of NRB Commercial Bank Limited
The commercial banking system dominates Bangladesh's financial sector. Bangladesh Bank,
the central bank and head regulatory body for the country's monetary and financial system,
was established in Dhaka as a body corporate vides the Bangladesh Bank Order, 1972 with
effect from 16th December, 1971. The banking system is composed of four state-owned
commercial banks, five specialized banks 61private commercial banks, one land development
bank and nine foreign commercial banks. The Nobel Prizewinning Grameen Bank is a
specialized micro-finance institution, which revolutionized the concept of micro-credit and
contributed greatly towards poverty reduction and the empowerment of women in
Bangladesh. NRB Commercial Bank is one of the private commercial banks which is
monitored and controlled by Bangladesh Bank (BB). The central bank has approved three
new commercial banks sponsored by non-resident Bangladeshis (NRBs) on the condition that
those would contribute to boosting the inflow of foreign exchange.

Mr. Engr. Farasath Ali is the founding Chairman of NRB Commercial bank having a long
professional experience. He heads SNA Knitting Mills Inc. in the USA, a knitwear unit.
President and other Directors are also well reputed in their own sectors of business. These
nice personalities have well defined mission and vision. Their mission is not to restrict NRB
Commercial Bank Limited to a particular group of people but to bring the huge unbanked
people under banking. Their vision is to make NRB Commercial Bank Limited truly
providing world class services throughout the world.

7
2.2 History of NRB Commercial Bank Limited
NRB Commercial Bank Limited (NRBC Bank) having its Registered Office at 114 Motjheel
Commercial Area, Dhaka-1000, Bangladesh, was incorporated on February 20, 2013 as a
Public Limited Company under the Companies Act, 1994 and also is governed by the Bank
Company Act 1991 with Authorized Capital of Tk.10000 million and having strong capital
base of Tk.444.60 core (Paid up Capital) by converting the hard earned foreign currency of
fifty three qualified NRBs from business persons, community leaders, scientists,
educationists, living in across the globe which includes USA, Canada, UK, Russia, Italy,
Germany, UAE and Kuwait.

NRBC Bank started its journey from 2 April 2013 after getting permission dated 10 March
2013 as a scheduled Bank. The Bank commenced its business on April 18, 2013. That very
first day the first branch of the Bank was inaugurated at Motijheel Commercial Area.
Presently NRBC Bank has 51 Branches in rural and urban area of Bangladesh and, recently,
formed a subsidiary company NRBC Bank Securities Limited.

NRBC Bank gets direction in its corporate governance practices mainly from two regulatory
bodies:

Bangladesh Bank (Central Bank of Bangladesh) and

Bangladesh Securities and Exchange Commission (BSEC) as an incorporated
organization in Bangladesh

2.3 Mission
Build confidence among the NRBs for investment.
Provide fast, accurate and adequate customer service upholding business
ethics and transparency.
Strengthen inflow of remittance.
Create value for communities, societies and economies in which we operate by
ensuring growth and sustainability.
Matching technology with the help of well educated professionals and
experienced sponsors of the Bank.
Create dignified working environment for Employees.

8
2.4 Vision
To become a peerless bank

2.5 Strategic Objectives

Create opportunities for NRBs to invest their earnings, utilize their
professional expertise in the economic development of Bangladesh.
Channelize idle and less remunerative fund of NRB.
Attract FDI of NRBs through diverse products and projects.
Balanced and sustainable growth.
Maximization of shareholders wealth.
Accomplish the long cherished desire and dream of NRBs to have a bank of
their own.
Excellence of manpower efficiency through attractive compensation package,
promoting staff Moral through training, development and career plan.
To invest in the thrust sector for the overall economic development.
Technology transfer with the help of the well educated professionals and
experienced sponsors of the Bank to have a green banking practice.
Ensure best Corporate Social Responsibility (CSR) practice.
Promise to make the world of NRBC Bank a little bigger, every day.

2.6 Goal of NRB Commercial Bank

To become exceptional brand in the financial sector by offering service excellence and
creating value for everybody encompassing customers, shareholders, partners, society and
economy through transparency, technology, innovation & integrity.

9
2.7 Profile of NRB Commercial Bank ltd
Particular Date
Application for Bank License May 31, 2011
Liter of Intent (LOI) April 17, 2012
Certificate of Incorporation February 20, 2013
Achievement of Fifty Thousand Accounts March 08, 2015
License from Bangladesh Bank for Head Office March 10, 2013
Certificate for Commencement of Business February 20, 2013
First Meeting of Board of Directors February 23, 2013
Primary Dealership license March 10 , 2013
Branch license April 17, 2013

Opening of First Branch April 18, 2013

Authorized Dealer permission May 13, 2013
Clearing House Membership June 16, 2013
SWIFT Membership August 03, 2013
1st RMA (Relationship Management Agreement) August 04 , 2013
Statutory Meeting of the Shareholders August 12, 2013
Achievement of Ten Thousand Accounts January 23, 2014
launching of Internet Banking April 02,2014
Subsidiary Company: NRBC Bank September 20, 2015

2.8 Overview of Bank

A bank is a financial intermediary and money creator that generate funds by lending money
to a borrower, thereby creating a corresponding deposit on the bank's balance sheet. It is an
establishment authorized by the government to accept deposits, pay interest, clear checks,
make loans, act as a mediator in financial transactions, and provide other financial services to
its customers. In simple words, banking can be defined as the business activity of accepting
and safeguarding money owned by other individuals and entities, and then lending out this
money in order to earn a profit. However, with the passage of time, the activities covered by
banking business have widened and now various other services are also offered by banks.
The banking services these days include issuance of debit and credit cards, providing safe
custody of valuable items, lockers, ATM services and online transfer of funds across the
country / world.

10
2.9 List of the NRB Commercial Bank ltd branches
List of the NRB Commercial Bank ltd branches
01. Principle Branch 27. Zirani Bazar Branch
02. Gulshan Branch 28. Narayanganj Branch
03. Ruhitpur Branch 29. Mirpur Branch
04. Mawna Branch 30. Rangpur Branch
05. Agrabad Branch 31. Khulna Branch
06. Chinishpur Branch 32. Raozan Branch
07. Hemayetpur Branch 33. Harirampur Branch
08. Uttara Branch 34. Mainamuti Branch
09. Boardbazar Branch 35. Munshibazar Branch
10. Mograpara Branch 36. SylhetUposahar Branch
11. Dhanmondi Branch 37. Jublee Road Branch
12. Aganagar Branch 38. Indur Hat Branch
13. Gorai Branch 39. Nayabazar Branch
14. Panchaboti Branch 40. Bhulta Branch
15. Zirabo Branch 41. Pulhat Branch (Dinajpur)
16. Sylhet Branch 42. Madhobdi Branch
17. Nabinagar Branch 43. Bhuigar Branch (Narayanganj)
18. O.R Nizam Road Branch 44. Hatirpul Branch
19. Barisal Branch 45. Charabag Branch
20. Rajshahi Branch 46. Bogra Branch
21. Banani Branch 47. GazipurChowrasta Branch
22. Naogaon Branch 48. Hatgopalpur Branch
23. Ekuria Branch 49. Feni Branch
24. Chatkhil Branch 50. Chandina Branch
25. Chandraganj Branch 51. DhanmondiMohila Branch
26. Borodighirpar Branch

11
2.10 Dealings of NRBCB

General Banking Department of NRBCB:
General Banking Department is considered as the direct service center. The clients and
customer build their intuition whether they are going for further dealings with the bank or not
on the basis of the service in the department, Moreover this department is the one that gives
the first impression about the bank to the clients. So, GB is one of necessary parts of
conducting a bank.

Foreign Trade Department of NRBCB:
Foreign exchange is the conversion of one country's currency into that of another. This
department has 2 section including Export and Import. Both of sections mainly work for
L/C or Letter Of credit. In addition it works for L/C opening procedure, types of L/C, L/C
payments, required documents, documents checking, issuing IDBP and IDBC.

Credit and Loan Department of NRBCB:
This department works with two category loan. One is personal loan and another is corporate
loan. Some necessary documents are mandatory to give here for loan proposal like
guarantors portfolio, trade license, bank solvency, CIB (Credit Information Bureau) report,
CRG (Credit Rate Grading) report, TIN & VAT certificate, PNW (Personal Net Worth)
statement, applicants profile.

2.11 Product &Services of NRBCB

The principal activities of the Bank are to provide all kinds of commercial banking,
consumer banking trade services, custody and clearing to its customers through its branches
in Bangladesh. NRB Commercial Bank is among the very few local banks which do not
follow the traditional, decentralized, geographically managed, branch based business or
profit model. Instead the bank manages its business and operation vertically from the head
office through 4 distinct business divisions namely:
Corporate & Investment Banking;
Retail Banking (including Cards);
Treasury & Market Risks. &
SME Banking

12
Deposits:

Corporate Money Maker

Current Deposit Account
Deposit Pension Scheme
Double Benefit Deposit Scheme
Fixed Deposit
Lakhopoti Savings Scheme
Millionaire Savings Scheme
Money Maker Scheme
Monthly Deposit Scheme
Priority Deposit
Saving Deposit Account
Shohoj Sanchay Deposit
Student Savings Scheme
Student Savings Account
Short Notice Deposit
Triple Benefit Deposit Scheme

Loan Products
Agricultural Financing
Auto Finance
Construction Finance
Consumer Finance
Export Finance
Green Finance
Home Finance
Home Finance for NRB
Import Finance
Machinery Finance
Retail Finance
SME Finance
Stock Finance
Work Order Finance

13
Bill Collection
BRTA Bill
REN Bill
DESCO Bill
DPDC Bill

Foreign Trade product

Letter of Credit
Back to Back Letter of Credit
Foreign Demand Draft
Inland Brick to Brick Local L/C
Inland Documents Bill Purchase
Remittance products,
Pay Order (PO)
Demand Draft (DD)

Other Service Products
SMS Banking
ATM card
Mobile banking
Locker Service
Tele Banking

2.12 Function of General Banking of NRB Commercial Bank

The specific functions of general banking are as follows:
Establishing of banker-customer relationship through account opening.
Dispatching customers money from one place to another.
Taking deposits.
Honoring cheques.
Clearing cheques.

14
2.12 General Banking Department constitutes of the following sections:
General Banking
(GB)

Account Opening Clearing Section Cash

Section
Section

Account Opening Section:

Banking business is very much correlated with banker customer relationship. To be a
customer one person must have some sort of banking relationship with the bank. Account
opening section establishes that relationship by opening a new account for the customer.

Job Descriptions:
1. Opening different types of account.
2. Handling operation of different types of accounts.
3. Responsible for issuing if cheque books.
4. Transferring &closing different types of accounts.
5. Giving account statements to the clients.
6. Making different vouchers regarding above transactions.
7. Giving support to the valued clients of the Bank and so on.

Cheque
It is a written, dated and signed instrument that contains an unconditional order from the
drawer that directs a bank to pay a definite sum of money to a payee. In legal terms, a cheque
is a bill of exchange where the drawer is a bank. This is signed by the account holder
directing a certain person to pay certain amount of money only to or to the order of a certain
person or to by barer of the instrument, a cheque is always supposed to be drawn against the
funds in the persons account in the bank.

15
Issue of a Cheque Book
At the time of opening an account, a person is required to sign a Cheque Book Requisition
Slip. If the account opening form is found complete in all respects, a cheque book is issued
to client; the account number is written in cash leaf of the cheque book and in it requisitions
slip. The name and account number of the client is also entered in the Departmental cheque
books issued register against the particular cheque book series and it is also recorded in the
computer. Lastly the requisition slip is preserved as voucher.

Clearing Section
Clearing a check means processing it so that funds are deducted from the payer's account and
put into the payee's account. NRBCB go through the process of settling transactions between
banks. Because so many transactions take place between banks on a given day, bank clearing
exists to process what each party owes or is owed in a central location so the least amount of
money actually changes hands.

Job Descriptions
Issuing cheques.
Giving 3 clearance seals on cheques (1 crossing seal and 2 endorsement seals).
Categorizing cheques according to high value (500000tk.-above 500000tk.) and
regular value (below 500000tk.) allocation.
Giving posting in the system software.
Dishonoring cheques if any specific reason comes across.
Passing cheques after declaration of Bangladesh Bank (Central bank of Bangladesh).
Giving account statement to the clients if he or she wants to know.

Inward Cheques
It means what are sent to the outside. Outward clearing cheques are own banks cheques
which are presented on the other concerned banks for collection through clearing house of
Bangladesh Bank.

Outward Cheques
It means what are receives from the outside. Outward clearing cheques are those ones
which have drawn from the other banks which will be cleared / honored through the
internal clearing system of NRBCB.

16
Clearing Seal
There are three necessary seals without which cheque cannot be either accepted or passed.
They are - one crossing seal and two endorsement seal. In crossing seal the name of NRBCB
is written. On the other hand, one endorsement seal is known as clearing seal where date and
clearing must be given. In another seal payees A/C credited for NRBCB is written. The
authorizer put his or her signature on it for authorization and issuance of the cheque.

Software
NRBCB use Ultimas software for clearing cheques. It is mainly such kind of software
making companies which only make various customized software for banking activities of
banks.

Cash section
Cash is one of the most important sections of general banking department because it deals
cash. This department is mainly engaged with cash receipt and cash payment.

Job Descriptions
Receiving cash
Paying Cash
Issuing Vouchers
Keeping record of receipts

Receiving of cash
Receipt of cash is the source of cash at branch. It may be from customer, from central bank,
from any other bank or any other branch of the same bank

17
Receiving Process:-
Checking of deposit vouchers account amount word and figures.
Count the cash if possible manually or by the counting machine.
Check the Notes- Mutilated, Mismatched or forged.
Put signature in the deposit voucher including counter foil.
Pass on the credit voucher with counter foil to the receiving cashier.
At the close of business hour sum up the register and tally it with the
Receiving registers.
Totaled the entries and match it with the receiving total.
Count the no. of vouchers
Checked by officer and countersigned.
Cash is used by a bank for the payment to its customer and the surplus cash is remitted to
cash feeding branch.

Payment of cash Process:-

Every payment must be paid in due course.
Analysis of the instrument before payment.
Passed for payment by canceling officer.
Amount, date, endorsement/order/bearer.
Obtain bearer signature on the backside of the instrument.
Verify signature with the same obtained at the time to token.
Write value on backside of the instrument.
Affix cash paid stamp no. 26 in the face of the instrument.
Entry the figure of the instrument in paying cashier book no.
Return the un-paid instruments.
Total the entries and balance it with the token and tally total.
Write in word the total amount and put signature.
Release of paid instrument from the paying cashier book.
Send the vouchers to the respective department.

18
Cash balancing
All employee related to cash must ensure the balancing of cash has done correctly on daily
basis. For balancing of cash following works have to perform:-
All cash register must be totaled and duly written in words and signed.
Balancing them with each other.
All register must be duly counter signed by checking officer.
Balancing the register with the physical cash.
Pass voucher if any surplus or short cash.
Prepare cash position memo:
Write cash balancing book.
Ensure accounting of balance is correct.
Prepare cash cum Day Book.

In the computerized branch hard copy Day End position is to be signed by cash in charges
and cash officer.

19
 Chapter -3
My Internship Experience at NRBC Bank Limited

20
3.1 Introduction
In November01, 2016 I was assigned by The NRB Commercial Bank HR personnels as an
intern in the Mograpara, Sonargaon Branch. After that a schedule of the internship program
was given to me consist of the working schedule along with the job responsibilities.
Basically, a branch has 3 sections, Teller service, Customer service and Relationship
Management. I worked under the Customer service section of the Mograpara, Sonargaon
branch and for that reason I got longer time to gather knowledge about that particular
segment.

I worked mainly in general banking section.

In NRBCB, different types of services that I did are given below in short-
Opening bank account.
Sending thanks letter to the new customer who are new in the branch.
Issuing cheque book for the customer.
Issue voucher of transfer money.
Receive cheque of different bank for collection and send it to clearing house
for collection.
Outward cheques in register book.
Checking account balance of clients.
Closing a bank account.
Giving cheque book.
Supervise the loan and foreign trade documents.

3.2 Providing information as Front Desk officer

Front desk of NRB Commercial Bank, Mograpara Branch is one of the important parts of
general banking department. I tried to describe the scheme and facilities of the bank. In
addition, I tried to build an efficient communication bridge between the bank and the clients.
Moreover I strived to make the clients understand the easy way of dealing with their money
and be readily accessible facilities of the bank. I also informed them the core systems of the
central bank, risk and compliance. Information were like providing banking data content,
providing banking business processes, providing services of the bank. I always tried to fulfill
the requirements of clients and customized in an easy way to make them understand keeping
in view the requirements of a bank.

21
3.3 Process of Opening of current & Savings Account
While opening new accounts a systematic process must be conducted in order to ascertain the
identification of the account holder and the beneficiaries/ nominees. Passport size photograph
of the account holder & Nominee along with Transaction Profile and Known Your Customer
Form (KYC) to be obtained in this process. Then Thanks letter to be sent to the customer to
his/her present address to verify account holders address.

Know your Customer Concept:

The officer related to account opening formalities must know details of their customers
because of the guidelines provided by the Central Bank to identify the source of money and
use of credit.
It is said in the view of bank that, the banker-customer relationship is commenced through
opening CD/STD/SB account. During the period of account opening, the customers must
complete the KYC Profile which includes residence address, business address photographs,
signatories, photocopy of valid passport, trade license, source of money, TI Number,
photocopy of VAT Certificate, In case of company: photocopy of Memorandum of
Association, certificate of incorporation, certificate of Board of Investment, list of directors,
etc. as per requirement of the bank. Information regarding business pattern, nature of
business, and volume of business etc. can also be discovered. Any doubtful transaction must
be addressed and find out to take corrective measures as per regulation of the Central Bank.
Following documents are required to be completed before a current or a savings account is
opened in a bank.
Required Documents for Personal Account:
Two copies of passport size photograph of the account holder/ person who will
operate the A/C duly attested by the introducer
Account to be introduced by current/savings account holder
Photocopy of valid passport/driving license/national ID card/ employers
certificate/national certificate issued by the Ward Commissioner or Chairman etc.
Paper related to sources of income
One copy passport size photograph of nominee(Attested by Account Holder)
TIN Certificate (if applicable)

22
Required Documents for Non-Personal (Corporate) Account:

Proprietorship Firm-
Request letter/application in firms letter-head pad for account opening purpose.
Up-to-date trade license, TIN,VAT copies of the firm
Seal of the firm & visiting card of the signatory/is (if applicable)
2 copies of photographs of each signatory (attested by introducer)
Photocopy of national id card/passport/citizenship certificate with the original copy for
verification purpose
Signature and 1 copy of photograph of each nominee (attested by the account holder)
Tenancy agreement copy (if applicable)

Partnership Firm-
Request letter/application in firms letter-head pad for account opening purpose.
Up-to-date trade license, TIN, VAT copies of the firm.
Resolution regarding operation of bank account and signing of banks charge
documents with execution of mortgage deeds and other banks papers & documents
etc. As per partnership deed.
Seal as per resolution & visiting card of the signatory.
Two copies of photographs of each signatory (attested by introducer).
Photocopy of national id card/passport/citizenship certificate with the original copy
for verification purpose.
Signature and 1 copy of photograph of each nominee (attested by the account holder).
Membership certificate of trade association, chamber of commerce and industry (if
applicable).

23
Limited company:
Request letter/application in companys letter-head pad for account opening purpose.
Up-to-date trade license, tin, vat copies of the firm
The certificate copy of memorandum and articles of association by register of joint
stock companies & firms
Up-to-date trade license, tin, vat copies of the firm(if applicable)
Resolution regarding operation of bank account and signing of banks charge
documents with execution of mortgage deeds and other banks papers & documents
etc. As per memorandum and articles of association
Seal as per resolution.
2 copies of photographs of each signatory (attested by introducer/chairman of the
company & visiting card of the signatories.)
Photocopy of national id card/passport/citizenship certificate with the original copy
for verification purpose
Complete bio-data with passport size photographs of all the directors of the company
duly singed by them.
Membership certificate of chamber of commerce and industry, trade association, stock
exchange (if applicable)
Tenancy agreement copy in between the firm and the landlord (if applicable)
List of directors with complete present and permanent address with signature &
telephone nos. On letter-head pad of the company

School/college/educational institution
Request letter/application in institutions letter-head pad for account opening purpose.
Two copies of photographs of each signatory (attested by introducer)
List of members of the managing committee.
After the above formalities are over, the banker opens an account in the name of the
applicant. General the minimum amount to be deposited initially is TK.500/- in case of
savings bank account and TK.1000/- in case of a current account. It may vary from bank to
bank. The bank then provides the customer with,
a) A pay-in-slip
b) A cheque book
c) Statement of account

24
3.4 Account Opening Form Fill up
Account opening form fill up are part of the one the tasks assigned to a NRB Commercial
Bank intern. There are different kinds of bank accounts starting from current, savings,
proprietorship, partnership etc. Every form has different rules for maintain. These rules are
declared by Bangladesh Bank.

Current Account
Current account is purely demand deposit account because the bank is bound to pay the
amount to the account holder on demand at any time. It is running and active account, which
may be operated upon any number of times during a working day. There is no restriction on
the number and the amount of withdrawals from a current account.
If the amount of deposit is below taka 1,000 on an average the bank has authority to cut taka
50 from each account as subsidiary charge after every six months. Against this account loan
facility can be ensured. Usually one can open this account with taka 500. One can open this
sort of account through cash or check/bill. All the banks follow almost the same rules for
opening current account.

Savings account: Usually customers open this sort of account at a low interest for only
security. This is also an initiative to create people's savings tendency. Generally, this account
is to be opened at taka 1000. Interest is to be paid in June and December after every six
months. If money is withdrawn twice a week or more than taka 10,000 is withdrawn (if 25%
more compared to total deposit) then interest is not paid. This account guarantees loan.
Almost all the banks follow the same rules in the field of savings account, except foreign
banks for varying deposit. On an average, all the banks give around six percent interest.

Short Term Deposit Account (STD)

Customers deposit money for a shorter period of time. STD account can be treated as semi-
term deposit STD should be kept for at least thirty days to get interest. The interest offered
for STD is less than that of savings deposit. In practice, NRB Commercial offers 5.00% rate
of interest STD account. It may increase depending on the fund. Volume of STD A/C is
generally high. In NRB Commercial, various big companies, organizations, Government
Departments keep money in STD accounts. Frequent withdrawal is discouraged and requires
prior notice.

25
Fixed deposit
Fixed deposit is one, which is repayable after the expiry of a predetermined period fixed by
him. The period varies from 1 month to 1 year. These deposits are not repayable on demand
but they are withdrawal subject to a period of notice. Hence, it is a popularly known as Time
Deposit or Time Liabilities. Normally the money on a fixed deposit is not repayable
before the expiry of a fixed period. The depositor has to fill an application form.
Before opening a Fixed Deposit Account a customer has to fill up an application form which
contains Amount in figures, Beneficiarys name and address, Period, Rate of interest, Date of
issue, Date of maturity, How the account will be operated ( singly or jointly), Signature(s),
F.D.R. No., Special instructions (if any).

After fulfilling the above information and depositing the amount, FDR account is opened and
a FDR receipt is issued and it is recorded in the FDR Register which contains FDR account
no, FDR (Fixed Deposit Receipt) no, Name of the FDR holder with address, Maturity period,
Maturity date, and Interest rate.

In case of Fixed Deposit Account the bank does not have to maintain a cash reserve. So NRB
offers 7% interest rate in Fixed Deposit accounts.

3.5 Account Closure:

If an account holder request to close his or her account, it can be closed. After receiving an
application from the customer to close an account, some procedures are followed by a banker.
The customer should be asked to draw the final check for the amount standing to the credit of
his account less the amount of closing and other incidental charges and submit the unused
cheque leaves. The A/C should be debited for the account closing charges etc. and an
authorized officer of the bank should destroy unused cheque leaves. In case of Joint A/C, the
applicant for closing the A/C should be signed by all the joint holders.

26
3.6 Card Delivery
An intern of NRB Commercial Bank is also assigned to play assistant role to this service
area. For example, by delivering debit credit cards to the customer or bearer, keep the tracker
of the regular cards received from the currier and reconcile of the cards. There were four
register note book for maintaining the cards; two is for new issue cards and rest for lost and
stolen card. In the both cases cards and pins maintain by two separate individual for security
purpose. There were two people in the hold of card and pin of that branch. They have to
maintain the existing card user with increasing large number of new card user day by day.
Moreover The NRBC Bank Limited has an account opening system named accelerated
banking. Under this package bank provides the debit card instantly to the every customer.

3.7 Pin Delivery

Pin is the core component of the debit cards. Without these pins customers cannot withdraw
money from their cards. Pins are also delivered in the same way as the card by the intern.

Destruction
Bank cheque book, cards, pins expires after a certain period of time. When the time of
expirations comes closer bank sent letters and phone calls to the customers for collecting their
products. If customers fail to collect bank end the existence of that product. This process is
known as destruction. An intern of NRB Commercial Bank plays an important role in
destruction. His / Her task is divided into three steps:

Step 1: Find out which check, card or pin is close to destruction and list down the names
categorizing them based on months.
Step 2: After letter sent from the bank call the listed customers and tell them to collect within
upcoming week.
Step 3: After the check, card or pin is destroyed systematically, destroy them manually

27
3.8 Job Description:
I worked in the retail or general banking division in The NRB Commercial Bank Limited. I
got the opportunity to work in customer service which is consist of card division, remittance
& clearing segment of the branch. When a customer enters in the bank its an interns duty to
guide him or her to the right service area.

The Customer Service area is divided into few sections such as, Cheque, pin, cards, loan,
remittance, pay order etc. On the first day of my work in the Customer Service department,
the CSM (Customer Service Manager) of the department explained all the things related to
the operations to me. He showed me how the total customer service department works in the
branch. He also made me familiarized with the various terms and tools like different
application form, procedure, that are used by that department to make the life of employees
easier. He also gave a brief description that how an account can be open and the rules
regulations for opening any kind of account in The NRB Commercial Bank Limited. Some
activities that were performed by me are discussed below:

3.9 Lessons learned & challenges

Lessons Learned from Experience Point of View:
Senior colleagues, acted like mentor, with lot of experience are great help for fresh
trainee like me. I learned much necessary information about the banking sector and
their activity form my senior colleague.
As my focused concern was General Banking so I was more involved with that, than
other department. Now, it is very clear to me how NRB Commercial Bank Limited
operates their operation on the ground of general banking in this country.
Initially, I was conscious about my experience in banking sector. Thereafter, I found
out applying the academic knowledge in practical ground makes job easier. I started
applying my knowledge gathered from University in my practical actions.

Lessons Learned from Working Environment Point of View:
Learned how to deal with the clients in a critical situation and busy hour.
Learned how to handle unfriendly colleague in different situation.
Tried to overcome from the fear of unknown from the unfriendly environment.
Learned to tackle corporate culture and banking activities.

28
Lessons Learned from Employee Point of View:
Learned the formalities to open several account in NRB Commercial Bank Limited.
Understood the requirements and importance of information for opening an account.
Learned the procedures to close an account.
Dealing with information to client.
Verifying signature in different issue was one of my learnings from the Bank.
Learned the process to renew FDR account at the Bank.
Knew formalities to issue a Pay Order.
Learned how to issue inward and outward cheques.
Learned the procedures to issue Demand Draft.
Learned how to issue check book.
Learned to issue and accept mails for Head Office

Lessons Learned Regarding Conduct as a Service Provider:
Learned the way of conduct as a service provider.
Learned how to match up with other colleague and clients.
It was a great lesson for me to make the working environment friendly.

Lessons Learned from Personal Problems:
Maintain the study and profession together sometimes become critical. I understood
that both are having negative effect on each other.
Various training on banking and learning from the mistakes can bring consistency and
accuracy in work.
Learned about the office environment.

All this above learning point will be helpful for my banking career by applying all these.

29
3.10 Challenges Faced
Without banking experience, I started my banking training in a newly raised bank
with huge pressure from the authority.
Unusual activities of the clients like, without having proper supported documents
trying to open or close the account.
At times, sending someone to draw the cheque book without the authorization letter
by the account holder.
In some occasion, clients forget their signature and try to draw money from the bank.
Critical and arrogant clients handling were difficult.
Rough behavior from clients for not agreeing with the Banks rule and regulations.
Finally, continue with study and the profession together is tough.

3.11 Learning Outcome
From this Internship experience I have learned lots of new job that is done by a bank. Till
now I have visited a bank as a customer. When I joined as an intern, I learned that how each
and every work is done by the officers systematically as well as very carefully. My learning
outcomes from this internship experience are discussed below:
Experienced the picture of corporate life which makes a person work for 8
hours continuously.
Observed how a branch does play its role in banking.
Learned how to deal with customers, how to talk to them and understand
customers needs and demands.
How to build strong business relationship and continue it for long term
Working with colleagues and how to cooperate with them while doing a
work together.
Giving full concentration on work to complete it on due time.
Learned to overcome my challenges and execute my skills and build self-
confidence.
Learned how to work under pressure and tackle the critical situations.

30
 Chapter- 4
Theoretical Overview of Financial Ratio

31
4.1 Financial ratio:
Result of one number or quantity divided by another. Ratios are the simplest mathematical
tools that reveal significant relationships hidden in mass of data, and allow meaningful
comparison. Some ratios are expressed as fractions or decimals, and some as percentages.
4.2 Types of Financial ratios:
Four basic types of ratios are below that,
Liquidity
Solvency
Profitability
Some ratios are given below:
Return on asset (ROA): Return on assets indicates the profitability on the assets of the firm
after all expenses and taxes. It is a common measure of managerial performance. Generally, a
higher ratio means better managerial performance and efficient utilization of the assets of the
firm and lower ratio is the indicator of inefficient use of assets. ROA can be increased by
firms either by increasing profit margins or asset turnover but they cant do it simultaneously
because of competition and trade-off between turnover and margin.
ROA is calculated as under:
Return on Assets = Net Profit after Taxation / Total Assets

Return on equity (ROE): Return on equity indicates the profitability to shareholders of the
firm after all expenses and taxes. It measures how much the firm is earning after tax. It is
also an indicator of measuring managerial efficiency By and large, higher ROE means better
managerial performance; however, a higher return on equity may be due to debt (financial
leverage) or higher return on assets. Financial leverage creates an important difference
between ROA and ROE in that financial leverage always magnifies ROE. This will always
be the case as long as the ROA is greater the interest rate on debt. Usually, there is higher ROE
for high growth companies. ROE is calculated as under:
Return on Equity = Net Profit after Taxation / Equity

Assets turnover ratio:

Assets turnover ratio measures the turnover of the firms total assets. It is calculated by
dividing net interest income by total assets. Assets turnover ratio is calculated as under,
Assets Turnover = Net interest Income / Total Assets

32
Loan to deposit ratio: Loan to deposit is the most important ratio to measure the
liquidity condition of the bank. Bank with Low Loan to deposits considered to having
excessive liquidity, potentially lower profits, and hence less risk as compared to the bank
with high LDR. However, high LDR indicates that a bank has taken more financial stress by
making excessive loans and also shows risk that to meet depositors claims bank may have
to sell some loans at loss. Loan to deposit ratio is a form of percentage divided total loans by
total deposits. Loan to deposit ratio is calculated as under,
Loan to Deposit Ratio = Total Loans/Total Deposits

Net profit margin: Net Profit Margin is a ratio of profitability which is calculated by
dividing the net profit after taxation by revenues or net interest income. It measures how
much NRBCBs is actually earning from its every taka of revenue.Net profit margin is
calculated as under,
Net Profit Margin = Net Profit after Taxation / Net interest Income

Operating expenses to revenue:

the operating expenses ratio is a measure of what it costs to operate a piece of property
compared to the income that the property brings in. the operating An investor should look for
red flags such as higher maintenance expenses, operating income or utilities that may deter
him from purchasing a specific property. Operating expenses to revenue is calculated as
under,
Operating expenses to revenue= Operating income/Operating expenses

Equity multiplier
How many times the total assets are of the shareholders equity is measure by equity
multiplier. In other words, it indicates the amount of assets per dollar of shareholders equity.
Higher value of EM means that bank has used more debt to convert into assets with share
capital. Generally, the higher is the EM the greater is the risk for a bank. Equity multiplier is
calculated as under,
Equity multiplier= Total assets/Total equity

33
 Chapter- 5
Financial Ratio Analysis of NRBC Bank Limited

34
5.1 Financial performance measure:
A tools use by individual to conduct a quantitative analysis of information in a companys
financial statements. Ratios are calculated from current year numbers and are then compared
to previous years, other companies, the industry, or even the economy to judge the
performance of the company. Ratio analysis is predominately used by proponents of
fundamental analysis.
Ratio analysis is a study of the relationships between financial variables. It is very important
in fundamental analysis which investigates the financial health of any financial institution.
This ratio analysis gives frank financial information in this current business world. By giving
a glance anyone will be able to know what the position that institution is now. Therefore
managers, shareholders, creditor, etc. all take interest in ratio analysis. For this reason to
evaluate the performance of NRBCB the ratio analysis has been selected. Here in this report
contains the most common ratios and analyze to evaluate the performance of NRBCB over
the year 2013 to 2015.
To do an analysis, the following ratios and have been calculated:

5.1.1 Return on assets

Table 5.1.1: Return on Assets

2015 2014 2013

1.83% 0.49% 0.28%

Taka in million

ROA

1.83%

0.49%
0.28%

2013 2014 2015

Figure 5.1.1: Return on Assets

35
Interpretation: In figure 5.1.1 it is found that the value of ROA is showing very satisfactory
result that is good for the bank since it is increasing from year 2013 to 2015. Banks assets
increased at a higher rate compared to their net income. The assets of NRB Commercial Bank
are also increasing too much.

5.1.2 Return on equity

Table 5.1.2: Return on Equity
2015 2014 2013
11.55 1.89 0.51

Taka in million

ROE

11.55%

1.89%
0.51%

2013 2014 2015

Figure 5.1.2: Return on Equity

Interpretation: In Figure 5.1.2 shows that, in return on equity increased in 2015 to 11.55%
than 2013, 2014. In 2015 it upward to than last two year. Higher return on equity may
be due to debt or higher return on assets .In 2015 return on equity was in upward trend which
is tremendous performance of the bank.

5.1.3 Assets turnover ratio:

Table 5.1.3: Assets turnover ratio
2015 2014 2013
0.1538 0.1410 0.0751

36
 Taka in million
Asset Tarnover Ratio

0.141 0.1538

0.0754

2013 2014 2015

Figure: 5.1.3: Assets turnover ratio

Interpretation: In figure 5.1.3 it is found that, NRB Commercial Bank asset turnover ratio
was high. The ratios were 0.1538 times in year 2015 and 0.141 in 2014 and 0.0754 in 2013.
These ratios indicate that NRBC Bank was generating a sufficient volume of revenue given
to its total asset investment. To increase this ratio NRBC Bank had to utilize its sources of
fund on those assets which bring more revenue to the bank.

5.1.4 Operating expenses to revenue:

Table 5.1.4: Operation expenses to revenue
2015 2014 2013
124.42% 115.82% Nil

Taka in million
Operating expenses to revenue

115.82% 124.42%

0.00%

2013 2014 2015

Figure: 5.1.4: Operating expenses to revenue

37
Interpretation: In figure 5.1.4 shows that, the highest percentage of revenue in 2015
noted 124.42% against operating expense in the bank. Though it were 115.82% & 0% 2014
and 2013 respectively. It is clearly notify that the bank is earning revenue increase gradually
from the early period.

5.1.5 Net profit margin:

Table 5.1.5: Net profit margin
2015 2014 2013
11.92% 3.50% 3.71%

Taka in million

Net Profit Margin

11.92%

3.71% 3.50%

2013 2014 2015

Figure 5.1.5: Net profit margin

Interpretation: From the analysis, it has seen three years in 2013 to 2015 the banks net
profit margin was in fluctuating mood. But in 2015 it achieved high compare to 2012 to
2013.But in 2014 is decreased to 3.50% it increased highly and turned into 11.92% in 2015.
In 2015 net profit was too high that is only 11.92 %. So their profit margin is satisfactory in
2015.

5.1.6 Loan to deposit ratio:

Table 5.1.6: Loan to deposit ratio

2015 2014 2013

80.43% 83.45% 75.71%

38
 Taka in million

Loan To Deposit Ratio

83.45%
80.43%
75.71%

2013 2014 2015

Figure 5.1.6: Loan to deposit ratio

Interpretation: In figure 5.1.6 it is found that, It indicates how much productivity the
deposits are used. In year 2013, 2014 and 2015 the ratios of NRBCB was respectively
75.71%, 83.45% and 80.43%. These ratios show a relationship between loan and advances to
total deposits. Analysis shows increased in 2015 from other years.

5.1.7 Equity multiplier

Table 5.1.7: Equity multiplier
2015 2014 2013
6.299 3.826 1.827

Taka in million

Equity Multiplier

6.299
3.826
1.827

2013 2014 2015

5.1.7: Equity multiplier

39
Interpretation: The figure 5.1.7, it is found that the value of equity multiplier indicates
the amount of assets per taka of shareholders equity. the amount of equity 6.299 total
shareholder in 2015 in where it were only 3.825 and 1.827 in the year of 2014 and 3013
respectively, Higher value of equity multiplier that, bank has used more debt to convert into
assets with share capital.

5.2 Summary of the Results

Ratio Trends Banks Position
Return on assets Upward Trends Good
Return on assets Upward Trends Good
Asset turnover ratio Upward Trends Good
Operating expenses to Upward Trends Good
revenue
Equity multiplier Upward Trends Poor

Net profit margin Upward Trends Good

Loan to deposit ratio Upward Trends Good

40
 Chapter- 6
Findings of the study & SWOT Analysis of NRBCB

41
6.1 Findings
The liquidity condition of the bank is much better that the sign of continues
improvement.
Return on assets ratio is higher that, indicates the effective managerial performance of
the NRBC bank.
The earning of the shareholders is much higher that is proven by return on equity.
To increase asset turnover, NRBC Bank had to utilize its sources of fund on those
assets which bring more revenue to the bank.
Loan to deposit NRBC bank has taken more financial stress by making excessive
loans and also shows risk that to meet depositors.
Net profit margin is positive of NRBC bank. So NRBC bank made more money
during that period.
Operating expenses to revenue is positive. It is clearly notify that the NRBC bank is
earning revenue increase gradually from the early period.

6.2 SWOT Analysis of NRBCB

SWOT is an acronym for the internal strength and weakness of a firm and the environmental
Opportunity and Threat facing by that firm. So if we consider The NRBC Bank Limited as a
business firm and analyze its strength, weakness, opportunity and threat the scenario will be
as follows:

42
Strength
Trustworthiness
Good Management
Cooperation with each other
Regular Customers
Membership with SWIFT
Good banker-customer relationship
Strong Financial Position
Large Network- both nationally & Internationally
Real- Time On-Line Banking
Dual-Currency NRBC Visa Card- Unique in Bangladesh
Weakness
Lack of proper motivation, training and job rotation.
Lack of experienced employees in junior level management.
Still a Problem Status Bank
Lack of own ATM services.
Large Branch Network in Rural Are
Opportunities
SME Finance
Huge business area
High growth of sales & trade Finance volume
Steps taken by Bangladesh Bank
High growth of sales & trade Finance volume
Steps taken by Bangladesh Bank
Investments on technology.
Threats
FCBs and Third Generation Banks
Aggressive SME Finance by New CBs
Losing customers
Entrance of new Private CBs
Huge FDI flow

43
 Chapter-7
Recommendation & Conclusion

44
7.1 Recommendation
NRBCB should start strategic planning to increase the infrastructures and also important
constructs needed to support its large customer base. So, considering the service sector of
Bangladesh, NRBCB should be more conscious to deal with its customers as the customers
have now more choice to bank with and there are institutions that are intensifying
competition by focusing more on superb customer service.

To identify these bank needs proper information system is required badly. Customer feedback
can make value to increase right services and relations to the right customers and increase
precise commitment, loyalty, trust and satisfaction to become with huge good relationship.
NRBCB has several services gap to authentic of considerate the consumer behavior and their
potential attitude, which made them deficient in modern banks. NRBCB has to minimize
their service gap though strong study on customer objection, expectation, perception and
critical internal marketing aspects. Steps should be taken to implement the new process in
order to ensure a smooth service as promised to customers.

Employees are needed to give adequate training to work and handle clients under
pressure. In this case both the branch authorities and higher authorities can persuade
each other to train the employees.
NRBCB should increase more Consumer Banking activity. Their Consumer banking
activity is quite satisfactory but it will be better if they can put attention on individual
customer.
They should invent other type of deposit to attract more customers which is different
from other banks.
NRBCB should maintain more cash and deposit balances with other banks. Because it
is desirable that banks keep their cash and balance with other bank to such extent so
that it can minimize the chance of liquidity crunch.
Should develop more strategic planning as to compete with its rival banks.
Should increase the number of ATMs and ensure their smooth operations.
NRBCB should recruit more capable & experiences employees to spread the products
all over the country.
NRBCB should maintain errors-free customers record & database which will help to
identify the major customers facility requirements.

45
7.2 Conclusion
Since the banking service especially the private Banks are doing an outstanding business, so
it is clear that the modern people are more concerned about securing their valuable assets and
get high-quality and timely services. For this reason lot of new commercial bank has been
established in last few years and these banks have made this banking sector very competitive.
So, now banks have to organize their operation and do their operations according to the need
of the market. Banking sectors no more depends on a traditional method of banking. In this
competitive world this sector has trenched its wings wide enough to cover any kind of
financial services anywhere in this world. The major task for banks, to survive in this
competitive environment is by managing its assets and liabilities in an efficient way. NRB
Commercial Bank is the most promising bank in Bangladesh. Every day NRB Commercial
Bank endeavor to increase their product and services although they provide a wide range of
product of services to their customers. NRB Commercial Bank is helping the economy of
Bangladesh by remitting of funds both local and foreign. For helping the people the bank
provides bridge financing loan, working capital loan to its corporate clients. As modern
function NRB Commercial Bank provides credit card facility, ATM card facility and any
branch banking facility to its customers.

This project concentrated mostly on the customer services of the Mograpara branch and
identified some valuable information that could make the services more attractive and also
enhance the banks reputation among the customers. With the current performance of the
Bank and with little improvement here and there will certainly make NRB Commercial Bank
one of the best Private Bank in Bangladesh in the near future.

46
Reference
Annual report-2015, The NRBC Bank Limited.
Annual report-2014, The NRBC Bank Limited.
Annual report-2013, The NRBC Bank Limited
Aydogan, k, (1990).An Investigation of Performance and Operational Efficiency in
Turkish Banking Industry, The central bank of republic of Turkey, discussion paper
No: 9022
C.R. Kothari, (2004), Research Methodology and Techniques, New age international
Publisher, New Delhi, 2nd Edition.
Islam M.N (2015), An Introduction to Research Methods, A Handbook for Business
& Health Research, Mullick & Brothers, 3rd Edition.
Lawrence J. Gitman, Chad J. Zutter (2010) Managerial Finance, Publisher The
Prentice Hall Series in Finance, 13th Edition.
Mohin S.M (2008), Performance of Islamic Banking and Conventional Banking in
Pakistan: A Comparative Study, University of SKOVDE
Rose, P. S. (2016). Commercial Bank management, 5th Edition, McGraw-Hill/Irwin
www.google.com
www.nrbcommercialbank.com

47
Appendix

2015 2014 2013

560.08/30553.56= 1.83% 84.78/17192.85= 0.49% 22.08/7915.45= 0.28%

2015 2014 2013

560.08/4850.44100=11.55 84.78/4493.52100= 1.89 22.08/4332.70100= 0.51

2015 2014 2013

23227.39/28880.68100 14412.25/17270.88100 3717.15/4909.96100

=80.43% =83.45% =75.71%

2015 2014 2013

30553.56/4850.44= 6.299 17192.85/4493.52= 3.826 7915/4332.70= 1.827

2015 2014 2013

560.08/4699.63100=11.92% 84.78/2424.05100=3.50% 22.03/594.19100= 3.71%

2015 2014 2013

4699.63/30553.56= 0.1538 2424.05/17192.85= 0.1410 594.49/7915.45=0.0751

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 2015 2014 2013
4699.63/3777.21100=124.42% 2424.05/2092.87100=115.82%

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